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Job Responsibilities and Requirements: This role has responsibility for application support and uptime across all our brands and all applications including: ecommerce, backend, supply chain, store systems, finance, HR and other enterprise systems such as merchandising, and warehouse management. This role is designed to build a single view of our system's health and monitor them actively. Proactively identify issues and resolve them with aggressively defined SLA, identify problem patterns and implement process, integration and other fixes to solve any issues. This role will have a team pulled from all application areas which currently do support and operations functions. This is a highly critical and visible role and will report to the CTO directly. We are looking for a leader who will make it a mission to prevent and solve customer problems, be genuinely and equally eager problem solving, on-hands work, and strategizing to not only help resolve issues at a fast pace but also build solutions to eliminate repeat issues. This role will partner very closely with all technology and business leaders to evolve the overall support model. An ideal candidate would be motivated to evolve this function quickly over the period of 2 years with a tight integration with delivery teams. This role leader will grow support into a team integrated into the overall delivery organization and would also ideally move into a tech delivery leadership role. What will you do A highly accountable individual with hands-on approach to coach and lead teams to fix issues actively and continuously identify patterns for a larger problem solve to avoid repeat issues. Build urgency and accountability about customer problems and solve them quickly to minimize business loss. Apply technology and automation to improve monitoring, alerting and issue resolution. Build strong teams to have well-defined procedures, run books for triage and resolution. Build clearly defined and communicated SLA, issue categories, point of contact, triage & decision trees and hold teams accountable for it. Develop and maintain a strong and real-time feedback loop with the development teams to alert and implement on issues that could be avoided through better design, coding or monitoring. Drive production stability and reliability efforts throughout the year to prepare for peak volume days and key events Highly attentive and responsive to communication. REQUIREMENTS AND QUALIFICATIONS What you will have An ideal candidate should have technology delivery and production support expertise for large scale Omni-channel technology teams. 15+ years of total technology experience with focus on delivery, QE, planning and support. 5+ years Director and above level experience in similar functions for a sizable organization and scale. Technical chops to understand the architecture, systems, problems, identify patterns, suggest solutions and make right decisions. Experience to build, evolve and coach large teams. Ability to prioritize quickly and focus on them Coach and mentor teams for continuous improvements. Curiosity to learn quickly and implement it to the function. A Bachelor's or Master's degree in computer science or related field.

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